This feature is available on request
Why You Might Need to Merge Conversations
Sometimes a call drops or gets split into two recordings. Automated merging does most of the heavy lifting, but it won’t always capture every case. That’s where manual merging comes in.
Merging conversations manually gives QA teams full control to ensure calls are grouped correctly, context isn’t lost and insights remain accurate. This helps you maintain complete, high-quality data across all customer interactions.
How to Merge Calls Manually
Follow these quick steps to merge two (or more) calls into one conversation.
Step 1: Filter to Find the Calls
Go to the Channel Conversations page.
Use the Filters at the top to find your calls for merge.
Locate both parts of the split call.
Step 2: Select the Calls to Merge
Tick the checkbox on the right of each conversation you want to merge.
Once both are selected, click the Merge Conversations icon from the toolbar on the top right of your conversation list.
Step 3: Confirm the Merge
A pop-up will appear asking you to confirm.
Click Merge 2 Conversations.
Step 4: Refresh Your Conversations
After you have confirmed the merge, it may take a few minutes for the calls to show as merged. You can Refresh the Conversation List by clicking the refresh icon.
You’ll now see one complete conversation containing both call parts. The call is indicated as merged with the merged call icon.
The Gist
Manual merging ensures no conversation slips through the cracks. It gives QA teams full control to maintain complete, accurately grouped calls, protecting the integrity of your insights.